CHAPTER 1

1.1 INTRODUCTION

The customer satisfaction plays very important role in every business units. An organisation
is to retain the existing customers of their organisation and also gain the new customers from
their strategies to create a large number of customers. Knowing the consumer loyalty level is
vital thing in each business association. Measuring of customer loyalty gives a relevant
estimation of how actual was organization is at generous the products and services to their
clients for satisfaction of necessities and needs.

Customer loyalty is a questionable idea and the condition of fulfilment level will change
starting with one client to another client. We should know whether the buyer is satisfied or
not after purchasing the product and services offered by the company. Knowing the customer
wants and their needs is must and should.

The level of accomplishment can similarly change depending upon different choices of the
customers is having other focused items against which the client can contrast them and
different items. If the performance of the services is good the customer expectation will not
falls. If the performance of the services is not good the expectation of the customer will falls.
If the performance of the products and services exceeds the expectation of the customer will
be happened. Customer satisfaction is all about establishing the customer relationship
management, company has to focus mainly on satisfying the customers with good featured
products and innovative products.

1.2 TOPIC CHOOSEN FOR THE STUDY

A study on finding out the level of “consumer satisfaction” towards GPS products and
services offered by Nyletech solutions Pvt ltd.

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1.3 NEED FOR THE STUDY

 The study is conducted to know the level of the customer’s satisfaction with respect to
GPS products and services offered by the Nyletech solution.
 This study helps us to understand the customer expectations, needs on the services
rendered by the company. And to know the satisfactory level the customers in the
company.
 Customer satisfaction survey helps us to improve the business operations with
knowledgeable and we can find areas that can be enhanced too.
 Customer satisfaction survey allows in getting the valuable information from the
customers which it can be helpful in future planning and also making business
strategies.

1.4 OBJECTIVES OF THE STUDY

The main objective of the study is

 To access the customer satisfactory level with respect to performance of GPS

services.
 To study the level of customer awareness towards products and services offered by
Nyletech
 To identify the problems faced by customers.
 To examine the feasible suggestions given by existing loyal customer to improve the
quality of service.

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1.5 HYPOTHESIS

Ha: Sales person dealt with my enquire professionally.

Ho: Sales person are not dealt with my enquire professionally.

Ha: Customer service experiences are satisfied with Nyletech solutions by customers.

Ho: Customer service experiences are not satisfied with Nyletech solutions by customers.

1.6 SCOPE OF THE STUDY

The research is limited with reference GPS products and service offered by the Nyletech
solutions and limited only to the clients located in the Bangalore province. The study
provides level of satisfaction of the customers with reference to service rendered by the
Nyletech solutions. The research will gain the information about the factors and issues
concerning the customer’s satisfaction about the Nyletech solutions services, incidents,
experience which was happened with customer while using the services of the Nyletech
solutions Pvt ltd and also creating alertness about the products and services to the customers.

1.7 RESEARCH METHODOLOGY

Research methodology is used to examination of the issue reliably. It includes collection of

proper information utilization of factual approaches, clarifications and representation
decisions about research information.

DESCRIPTIVE RESEARCH

Descriptive research is used to describe the applicants in the accurate and correct way.
Descriptive is all that describing the individuals who take part with the study.

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DATA COLLECTION METHODS

PRIMARY DATA: Primary data can be collected from the structured scientific
questionnaires, surveys, mail and from telephone interviews. The researcher can get data
from the personal talks and from the focused groups.

SECONDARY DATA: It includes both the data that is external and internal data,
internal data were company handbooks, brochures, text books and other records etc. outdoor
data is from the accessible like company websites and from the Google.

DATA COLLECTION INSTRUMENTS:

For the gathering of an information from the respondents an organized questionnaire has been
used. The survey was set up to get the legitimate data from the objective respondents.
Surveys are the reasonable method for accepting information from the extensive number of
target respondents.

1.8 LITERATURE REVIEW

According to wirtz and Bateson "Customer satisfaction is all about that considered of it is a
measure of in what way merchandise and enterprises given by an association encounter or
outpace customer desire. Customer satisfaction is as a important differentiator and has
gradually become a main constituent of business approach henceforth, it is urgent for
business to fulfil consumer satisfaction".

According to Engel and Blackwell "Customer satisfaction is measured as an valuation that

the selected or option is solid with earlier convictions regarding that option, Customer
fulfilment measures how well the desires of a client about an item or administration giving by
your organization have been met".

According to Anton "Customer satisfaction is characterized as a standpoint in which the

customers, needs and requirements all over the products and services life have been met or
outperformed, resulting in succeeding repurchase and the unwavering quality".

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According to Oliver (1981) defines "Customer satisfaction as a customer’s passionate
connection response towards the products and services given by on organizations".

Merchant Account Glossary defines "Customer satisfaction is an indeterminate and

hypothetical idea and also the genuine appearance of the state of satisfaction will vary from
distinct to distinct, and product to product".

Schiffman and Kanuk (2004) defines “Customer satisfaction is the individual personality's
feelings, opinion of the performance of the products and services in reference to his or her
requirements”.

According to Westbrook and Reilly “Customer satisfaction was emotive feedback to the
experience provided by the definite products or services gained, retile channels or even
molar kinds of conduct, for example spending and buying behaviour and in addition that the
total marketable centre place”

1.8 LIMITATIONS OF THE STUDY

 Time period of the research project is very short.

 The present data is restricted to 25 respondents of the company.
 Some clients did not respond properly while doing survey, because of lack of time
and information.

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 CHAPTER 2

2.1 INDUSTRY PROFILE

ORIGIN

The Global positioning, framework is a worldwide route satellite that which gives Geo area
and timely information to a GPS receiver in all solitary meteorological situation, anywhere
on or nearby to the earth where here is a free viewable path to at least four GPS satellites.

The GPS system provides a simple situating capacities to military, commercial use, around
the globe. The United States government made the outline looks after it and moreover makes
it absolutely open to everybody with a GPS beneficiary from anyplace in the globe.

In the GPS venture was forced in the United States of America in the year 1973 to overcome
from the restrictions of going before route framework.

The United States division of resistance built up the framework, which that initially utilized
24 satellites. It turned out to be completely working in the year 1995. Roger l. Easton of the
maritime research lab Ivan A. accomplishment of Aerospace Corporation and Bradford
Parkinson of the associated material science examine research centre are credited with
finding it.

HISTORY

The outline of the GPS is constructing somewhat with respect to comparative ground radio
route framework, for example, LORAN and the Deccan pilot, what is utilized by the British
illustrious naval force amid Second World War mid-1940s.

The principal satellite route framework, travel was utilized by the US naval force, and
furthermore was the main viably tried in the year 1960. It was utilized a five satellite and
could give a route settle roughly once in hour.

In the 1970s, the ground based OMEGA route framework, in view of stage evaluation of flag
transmission from sets of station, turn into the main overall radio route framework.

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As GPS route framework turned out to be increasingly across the board and famous in the
worldwide world, the costs of the arrangement of route started fall, and accessibility of GPS
framework expanded combatively later the advanced cell makes are produced the GPS chips
and furthermore built up the GPS route and gadgets and recently created programming and
equipment applications.

America GPS was the principal satellite route framework to be sent on a completely
worldwide, and now it was offered for the business utilize that are carriage, logistics and cab.

GLOBAL POSITIONING SYSTEM MARKET SIZE:

The worldwide market for worldwide situating framework is expected to demonstrate a high
development on record its broad utilization for route purposes. The business is anticipated to
deliver at an expected CAGR of 15% from 2016 to 2024.

Worldwide situating framework, a space-based exploring hardware, helps in discovering

area, time and atmosphere reports. This innovation can be connected utilizing a gadget with a
GPS permitted beneficiary.

The U.S government created this system and made it freely available. It has broad
applications in military, industrial & civilian areas and these application segments are
expected to drive majorly global market growth in near future as these devices are used in
rescue processes to figure out the path. Marine vessels can locate their place in deep oceans
through this equipment. Technology improvement has helped in augmenting the product
quality offering high-performance structures.

Global positioning system allows the electronic devices including tablets and mobile phones
to provide road view maps, navigational guidelines, traffic, and crowding maps features to
users. Such features are expected to drive GPS demand in electric equipment as it helps the
people to travel fast from one position to another through these location finders. Trends have
shown that mobile users have been using navigational systems to search sites, check traffic
jamming and locate a cafeteria.

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Increasing smartphone users are the major factor anticipated to impact the global industry
growth in near future positively. Most of the smartphones are used by way of GPS receivers.
These smartphones are used for private navigation by most of the consumers.

Leaving components, for example, voice permitted area look has additionally expanded the
use of GPS through portable. GPS additionally give data on close-by accommodations which
incorporate brasseries, vacationer pulls, motion picture corridors and oil stations.

Google charts have shown a revolution in the navigation applications. Highly practise in
public transport is awaited to provide bright prospects to the overall industry development in
near future. Transport services including Uber comprehensively use GPS devices to find the
customer location.

Further, it helps in selecting the shortest route as well as examination traffic congestion. It
has become easy for customers to book a near located taxi with the help of a single click
using these systems. Coming up time has significantly reduced on account of easy navigation.

Global positioning system devices are used in aircraft carriers to regulate the longitude and
latitude information. Increasing wireless instruments application is predictable to fuel further
the fair demand.

Other applications including, carriage, construction, aerospace and agriculture is predicted to

favour the industry growth. The global positioning system industry is also probable to witness
considerable growth on account of position enabled services.

Smart devices growth fitted with GPS receivers has been in high demand in recent years.
These devices contain smartphones, tablets, smart watches and cameras. Global positioning
system offers assistances through low consumption of power and wireless connectivity.

Accuracy is the highest challenge expected to hamper the overall market volume. High costs
accompanying with implementation are projected to restrain the industry demand over the
forecast period.

Clock inaccuracy and orbit shift of satellites are supposed to provide technical challenges
towards GPS usage. Licensing, strict rules, and regulations are also expected to act as a
significant barrier for rendering efficient services.

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Global industry division is done by the application which includes military, public transport,
aviation, and logistics. Military dominated the world market while logistics section to witness
important growth in near future.

This technology is used in logistics to path the location of cargo in transit. Smart devices in
the transport industry are also expected to enhance overall product volume in near future.

North America dominated the global industry and is expected to continue its leading position
over the estimate period. The business is projected to witness considerable growth mainly on
account of high technology use, coupled with developing superior navigation techniques
demand.

Provincial demand was followed by the Asia-Pacific market and is probable to show a steep
rise owing to increasing smartphone devices usage in countries containing China, South
Korea, Japan and Vietnam.

European market demand is also forecast to increase in future owing to the high-end
applications in the military. Enter entertainers show in the worldwide business incorporate
Navman products, TomTom products, Garmin items, Mio products, Navigon products,
Magellan Navigation client merchandise, Satmap Systems Ltd, Teletype products.

Corporations are mainly concentrating on research and development to enhance accurateness

and customer value adding. Manufacturers tend to co-operate with smartphone manufacturers
to exploit the growing cellular phone manufacturing.

In Late 2015, TomTom products signed a new agreement with Uber to provide them with
GPS technologies. Also, they extended their deal with Apple as their main mapping data
provider. The mainstream of the business occurs through the B2B market.

Therefore, businesses need to establish actual sales and distribution channel to increase their
incomes and expand their global occurrence.

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AUTOMOTIVE NAVIGATION SYSTEM

 Utilizing the GPS data and subject we can introduce GPS programming, GPS gadget
utilized as a car route framework and it was utilized as a part of various settings.
 Maps that it incorporates road maps, shown in decipherable arrangement through
content are in a graphical strategy for speaking to
 It indicates turn by turn route headings to the driver of a vehicle by content or by
discourse
 Traffic blockage maps
 GPS gives data on close-by offices, for example, inns, eateries, fuel stations, and so
forth.
 It shows road available and traffic crowding and also alternative paths.
 It shows the location of food, banks, hotels, fuel, airports, bus stand, and some
additional places.

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 COMPANY PROFILE

2.2 BACKGROUND AND INSPECTION OF THE COMPANY

Nyletech Solution Established its operations in the year 2015 in Indian Market keeping in
view the achievement and Benchmarks attained in Middle East, which resulted in developing
a huge customer base and a Vast Involvement of serving them.

Nyletech Solutions is part of the 800 Cr SAQCO group which is based in Middle East, the
software and Hardware development centres are located in Bangalore, Mangalore, Hyderabad
and Chennai in India. Today, Nyletech employees more than 100 employees in India and
Saudi for Mobile Asset management solutions.

Nyletech GPS vehicle tracker are important tools for monitoring either a single vehicle are an
entire fleet of vehicles in any segmentation.

Nyletech Solutions has also pioneered Mobile Data Solutions as part of their vision to
become the most esteemed Mobile Resource Management outfit.

Tracker vigil is Nyletech Solutions web solution, which is offering complete Web based
vehicle tracking & fleet management solution from www.trackervigil.com
www.autorouter.com

Before 4 years, SAQCO the parent Company identified the up-coming prerequisite of Mobile
Asset Management related solutions for both horizontal & vertical industry segment, based
on which Nyletech Solutions was set up and decided to enhance in GPS based solution
combining mobile Applications.

The corporate vision of the group navigated to the fact that it being converging technology
solution, it will ask high degree of customization as well as continued improvisations and
hence the group decided to develop the solution indigenously without any dependencies.

Today the group has various solutions in basket, which are really tried and tested as per
actual operating conditions at different geographical localities, and the group enjoys complete
control over the technology for complying with full spectrum of market needs.

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Nyletech offers following types of solutions, which are purely oriented around GPS,
Mobile Applications, and GIS based routing software.

 Automatic Fleet Management System for Public transport, Taxi management etc.
 Cash-Van management system.
 Ambulance tracking system.
 Emergency Response Services.
 Auto routing solutions for Employee transportation.
 Web based tracking from www.trackervigil.com.
 IOS based mobile Apps.
 Android based mobile Apps.

2.3 NATURE OF THE BUSINESS CARRIED

Nyletech arrangements private restricted is a private consolidated on 02 February 2015. It is

named Non-Government Company and it is recorded at enlistment centre of organizations,
Hyderabad.

2.4 MISSION, VISION AND QUALITY POLICY

Mission:

The mission of Nyletech arrangements is to outperform clients' desires by giving uncertain

support on deals, administration and client bolster through advancements made by experts,
gifted, fulfilled workers, while emphatically sponsoring to the association since long. We
trust that our consumer loyalty's and hence their reliability over achievement. General
business state of mind is moulded by our general esteem mind.

Vision:

The vision of Nyletech solutions is to be most appreciated and successful enterprise, and
company delighting clients with a wide range of features and solutions for vehicle tracking.
And to be in first position in GPS provider in the marketplace.

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Quality policy: Nyletech solutions trusts the only way to maintain long term associations
with clients is by running the highest quality operations, and quality service and company
frequently improving it continuously.

It is the absolute policy of Nyletech to supply products and services that fully and reliably
meet the agreed requirements of our clients and ensure that products and services are supplied
to the defined standards of the pleased.

The company’s managing directors and senior managers and branch heads of the company
are committed to ensure that the system is effective in attaining all customer requirements as
a bottom.

2.5 PRODUCT AND SERVICE PROFILE

PODUCT PROFILE

Optional accessories for the vehicle:

 CCTV
 Employee panic key
 Vehicle immobiliser
 Fuel sensor
 Radio frequency identification device/ HID card reader

Nyletech intelligent vehicle tracking units:

 Nyle intelligent premium tracker

 Nyle intelligent card reader
 Nyle basic tracker
 Nyle premium NON IP 65
 Nyle compact tracker

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SERVICE PROFILE

Manage service: Core strength of GPS is after sales amenities, based on the technology
GPS units are installed in a vehicle which changes locality time to time and service levels has
to be preserved by keeping the view of dynamics involved in the same most of the time units
has to be managed over air which is very much probable with our latest technology
implementation.

Professional services: Nyletech have shortened services procedures for our customers
where the complaints can be logged in through mail.

Most of our services are resolved in preventive services itself and if in case any remaining
complaints due will be prioritized and handed over to the area field service engineer.

Support service: Down to earth bolster benefit give your group an open concentrated
phone help work area, master investigating and remote examination and finding for quick
system reaction and re-establish.

2.6 AREAS OF OPERATIONS

Nyletech Solutions Head Office is situated at Bangalore – India. Following are the branch
offices of Nyletech Solutions which are accountable to perform all business related activities
in their assigned areas.

 Bangalore – India
 Chennai – India
 Hyderabad – India
 Mangalore – India
 Alkhobar – Saudi Arabia
 Riyadh – Saudi Arabia

Following are the resident offices of Nyletech solutions Pvt ltd in India.

 Pune – Maharashtra
 Coimbatore – Tamil Nadu
 Kochi –Kerala

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2.7 DIRECTORS DETAILS

Director Name Designation

Mr MOHAMMED ASLAM KHAN Director
Mr HAMMAD BASHEER BYARI Director
Mr SHAIK AHAMED Director
Mr BINNU CHELLAPPAN Director

2.8 ORGANISATION STRUCTURE

MD

Board of Board of board of

director director director

Branch
head

Sales Service
team team

Division Assistent Service

manager manager engineer

control support
room service

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2.9 COMPITITORS INFORMATION

 Arya Omni talk:

Arya Omni talk is an India’s most reputed and largest vehicle tracking System
Company with more than 50000 GPS vehicle tracking units deployed. They are
providing GPS appliances of the cabs logistics and for public security. They are
providing fleet management solutions for their customers. And also 24*7, 365 days
upkeep support infrastructure.
They are providing GPS vehicle tracking system for the BPO, national trucking, and
public carrying and for school bus transportation vehicle tracking system.

 Sun telematics:
Sun telematics is a software company basically providing application platform using
telematics tools for transportation domain. We offer a wide variety of end to end
telematics applications to our clients that helps them to enhance their efficiency in
various transport operations and thereby saving a huge amount of transportation costs
for their company. At sun telematics there are accomplished team of experts knows
the needs of our clients, analysis them and then set to design and deploy the advanced
critical edge solutions at the most affordable cost.
Sun telematics innovate and deliver the technologically advanced solutions and
seamless services to clients for improving their fleets, unparalleled applications
designs are continuously addressing the painful areas in transport verticals like
corporate transport, FMCG, pharmacy, school transport and logistics.

 Sensel telematics:
Sensel's vehicle following framework and unified telematics equipment and
programming arrangements have been sent in logistic operations crosswise over
industry verticals, for example, following, tourism, taxis, logistics, worker
transportation, school transports and unique freight development, for more than quite
a long while. Sensel offers extremely thick, dependable vehicle following items that
are anything but difficult to convey essentially upkeep free. Consequently offering an
incredible incentive for cash.

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 Asset telematics:
Asset telematics Pvt ltd is one of the well-organized and leading service providers in
tracking assets. Asset telematics include real time passive tracking of assets. System is
fully configurable, user approachable and uses the benefits of cloud technology.
Over the past 8 years, our global delivery model ensured minimal down time, efficient
response time and more customer fulfilment. Recently launched product “asset
connect” enables customer to know real time vehicle positions over the telephone
without internet access. Asset telematics GPS solutions are comprehensive and easy
to use. So, customers from various businesses such as taxi companies, logistics
corporations, and Transport Company and mining industries used the solutions and
got benefited. System is compatible with windows web based platforms system
facilitates customer to track their vehicles using their mobile devices too.

 I triangle: I triangle has planned and built up an exclusive remote information

securing stage in light of GSM,GPS, RFID with a conclusion to end answer for
different sections like transports, exchanging, instructive establishments, social
insurance and the car business. The promoter of I triangle are profoundly qualified
authority's in the related spaces. The organization fabricate its items and right now has
item and administration offerings in the vehicle following and observing armada
administration arrangements and individual following and wellbeing spaces, I triangle
has a conclusion to end stage on telematics incorporates, equipment and programming
and web instruments.

2.10 INFRASTRUCTURE FACILITIES

 Security

The office is located in a building which is provided with 12 hours security and with
addition to that the company has access to the panic key and access cards to the individual

 Office space

Each office occupies on average surface area of 35m2. The company is well equipped
with all the furniture and fixtures needed to the employees in the company.

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  Internet access

Internet is provided to the company with high speed network which is shared among the
company employees, which is provided by ACT

 Control room

Company is having control room to take calls from the clients and to elucidate the doubts
and issues regarding the GPS. And we can see the vehicle status in the dashboard.

 Conference hall

Company is having separate conference room to make meetings and to give presentations
regarding company issues.

 Other facilities

Other major facilities provided by the company are fax and photocopy services which are
always available for the employees and required facilities for smooth running of the
operations of the enterprise.

2.11 SWOT ANALYSIS

STRENGTH

 Absolute control over the firmware and hardware of vehicle mount unit design to
accommodate any customized obligatory.
 Core expertise in wireless communication through experience in control multiple
wireless communication terminals.
 Complete control over control centre application, GIS and maps etc., to accommodate
actions related customization.
 Experience in service delivery including 24*7 after sale support.
 Experience of handling mission critical applications.
 Established corporate image in market, forcing supplier to continuously remain
performance conscious for the complete span of solution life.
 Nyletech is having its own R&D centre to improve their services and products.

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WEAKNESS

 Comparatively high prices for the products of the company.

 If anyone detached GPS product in the vehicle we cannot track that vehicle.
 If we don’t have network means we cannot track location of the vehicle.
 The GPS sign can't go through strong structures so can't work inside, underground,
under the water, or under a thick shade of trees.
 Can be influenced by vast structures and is regularly temperamental in CBD ranges.

OPPORTUNITIES

 The technology gets inexpensive.

 Dissimilar applications in fleet management solution.
 Adding new services to their clients.
 Improving in the after sale service.
 In future we can provide cab facilities for the transportation.

THREATS

 Duplicating technologies by other companies.

 Improved technologies.
 New crises.
 Threat from the competitors’ products.

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2.12 FUTURE GROWTH AND PROSPECTUS

By increasing the consumption of the vehicles, transportation facilities and logistic

companies, taxis the GPS service providers and dealers are taking benefit of it at large and
these people contributes the growth rate of the company.

The competition is increasing with respect to the GPS providers in the country. Increasing of
the vehicle helps to companies to sustain in the market for longer period of time. The
company growth rate is 35% and will be increasing growth rate in future by 40%.

The company was planning to expand their services to their customers. The company is
having a endeavour that providing the GPS services to the government buses. And we can
also add services to the school buses for children security. In upcoming Nyletech can provide
GPS services to the police department vehicles. And expanding of GPS services to the
logistics and transport industries.

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 CHAPTER 3

TEORITICAL BACKGROUND OF THE STUDY

3.1 INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is a term that is used to promoting the company and the products of
that company. It is an amount of how products and services provided by an association meet
or better client desire in society. Customer satisfaction is all around characterized as the
quantity of customers, or rate of comprehensive customers whose, detailed involvement with
a steady, its products or its services exceeds distinctive fulfilment of the objectives. Inside
links, consumer satisfaction ranting be can have capable influences. They distillate
representatives for the consequence of fulfilling customer desires. Also, when these
evaluations drop the attention of disputes that can stimulus deals and competence. These
measurements can evaluate the critical forceful. At the distinct point when a brand has been
faithful for customers it increases committed informally, which is both permitted and
exceptionally successful thing. Implication of consumer satisfaction reduces when a firm has
expanded their dealings. Customer satisfaction is very important thing to take consideration
in the company it brings out the satisfaction level over the customers, and companies are
trying more and more to improve the services for the customers in present situations. The
companies is working best on the improvement of the services and improvement in the
products and its feature to satisfy the needs and their wants. Customer satisfaction helps to
measure the customer’s satisfactory level in the field.

3.2 MEANING

Customer satisfaction is a marketing term that it measures how the products and the services
providing by the company to meet or outpace a customer’s anticipation. Customer
satisfaction is precarious on the grounds that it promotes and the business owners with a
metric that they can be used to achieve and also enhance the organizations.

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3.3 DEFINITION

Customer satisfaction is defined as "term used to illustrate a situation when a trade statements
the issue and prospects of its services. It hooks the arrangement of the products and initiatives
that full fill the clients' desires as far as prevalence and administrations in connection over the
value paid".

3.4 WHY CUSTOMER SATISFACTION

 Customer satisfaction is very important thing because customer is the boss and the
leader of the market. So customer satisfaction should be taken consideration.
 Customer has power in the market they can command the market trends and the
trendy directions to the companies.
 Every business organisation is to act according to the customer’s way and customer is
the benefit to any organisation. Companies are taking advantage of the customer to
grow in the market place.
 The business enterprises are most dependent on the customer, they should act behalf
of in satisfying the customer wants and the needs too.
 The valuable and the satisfied customers is helpful to company in bringing out the
best new customers through the publicity and the world of mouth by existing
customers of the company.

3.5 FACTORS AFFECTING THE CUSTOMER SATISFACTION

 Price
Price is very important thing in the customer point of view. Price may change the
mind-set of the customers. Some customers will purchase products and service
according to the pricing aspects. Some customers thinks that pricing is high means
they will not buy the products and services.
 Quality
Quality meets the exceeding customers’ expectations and also increases the customer
level in the public. Quality plays a vital role in the customer satisfaction, some
customers are more attachment with quality of products and services. Customers will
purchase the products and service after knowing the ratings of the product. Customer
check for the performance, features, and also service.

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  Brand name
Brand name was also affects the customers satisfaction level, customer will also
follow the branded products and branded service. Brand influences the customer to
satisfaction level and also brand creates brand for the company and also for the
customers.
 Features
Customers not only seek the branded items and price but also they will search for the
feature for the worth of the products. Features of the products also greater influence
on the customer satisfaction level. If feature of the product is good the customer will
going to buy the products.

3.6 METHODS FOR MEASURING THE CUSTOMER SATISFACTION

 Direct method
We can get their valuable feedback by interacting directly with the customer. Their
valuable feedback is very important thing, we can get the feedback information by the
third parties too. And also can get information through the face to face interaction and
conversations. And also we can get feedback from the well-formed surveys and the
questionnaire.
 Indirect method
The major issue in the direct method is that it is too costly and time requiring aspect,
and also it should take preparations to implement it. For getting the accurate feedback
the suppliers should totally depends on the customer.
Customer.
 Customer loyalty
Customer loyalty is very much important factor for the organisation to interact with
customer and also to communicate with the customer to increase the customer loyalty.
 Customer complaints
Customer grievances are the issues and the problems reported by the customer to
dealer with regards to any of exact product or associated service.

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3.7 LIMITATIONS OF CUSTOMER SATISFACTION
 Expected versus transported value is being measured customer satisfaction is not
essentially a measure of overall cost or quality of the firm and its contributions.
 High customer satisfaction scores may be simply a reflection of little expectations of
the firm.
 High customer satisfaction scores may not deliver improved profitability and may
even have an undesirable financial impact mainly due to the firm over delivering
increased customer value.
 Existing clients will alter their desires to the esteem every now and again being
conveyed, resulting in many clients being "quite recently fulfilled" This implies it is
hard to keep up high satisfaction scores over a drawn out stretch of time
 More included and included clients will probably take an interest in discretionary
market ponder overviews, for example, online studies, possibly prompting an
overestimation of consumer loyalty levels
 There are better measures existing for the total of variables that consumer loyalty is
recommended to address. Which contain of faithfulness, client gainfulness,
agreeability of the firm, verbal potential, et cetera.

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 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

1. Is it easy to find information about Nyletech

Table 4.1: showing information about Nyletech

PARTICULARS RESPONDENTS PERCENTAGE

YES 21 21%
NO O4 4%
TOTAL 25 25

ANAYSIS: From the above analysis it can be analysed that 21% of the respondents feel that
it is very easy to find information about Nyletech, 04% of the respondents feel that it’s not
easy to find information about Nyletech.

Graph 4.1: showing information about Nyletech

PERCENTAGE
25
21
20

15

10
4
5

0
YES NO

YES NO

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents are know the information about the Nyletech.

25
2. How did you become customer of Nyletech

Table 4.2: showing information about how they become clients of Nyletech

PARTICULARS RESPONDENTS PERCENTAGE

FROM ADVERTIZEMENT 00 00%

WORD OF MOUTH 08 08%

REFERENCE 15 15%

JUST DIAL/YELLOW 02 02%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 00% of the respondents become
costumer from advertisement, 08% of the respondents become customer from word of mouth,
15% of the respondents from reference , 02% of the respondents from just dial/yellow.

Graph 4.2: showing information about how they become clients of Nyletech

PERCENTAGE
16 15

14
12
10
8
8
6
4
2
2
0
0
FROM ADVERTISEMENT WORD OF MOUTH REFERENCE JUST DIAL/YELLOW

FROM ADVERTISEMENT WORD OF MOUTH REFERENCE JUST DIAL/YELLOW

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents become customers of Nyletech from the reference.

26
 3. Which Nyletech services you are using mainly

Table 4.3: showing information about services used by clients

PARTICULARS RESPONDENTS PERCENTAGE

GPS SYSTEM FOR VEHICLE 15 15%

HID AND RFID CARD 10 10%

READER
VEHICLE IMMOBILIZER 00 00%

CCTV 00 00%

EMPLOYEE PANIC KEY 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 15% of the respondents are using
GPS system for vehicle, 10% of the respondents are using HID AND RFID card reader, 00%
of the respondents are using vehicle immobilizer, 00% of the respondents are using CCTV,
00% of the respondents are using employee panic key.

Graph 4.3: showing information about services used by clients

PERSENTAGE
16 15
14
12
10
10
8
6
4
2
0 0 0
0
GPS SYSTEM FOE HID AND RFID CARD VEHICLE CCTV EMPLOYEE PANIC
VEHICLE READER IMMOBILIZER KEY

GPS SYSTEM FOE VEHICLE HID AND RFID CARD READER VEHICLE IMMOBILIZER
CCTV EMPLOYEE PANIC KEY

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents are using GPS system for vehicle from the Nyletech services.

27
 4. If GPS system for vehicle,

From how long you have been using Nyletech solutions

Table 4.4: showing that from how long the clients using Nyletech solutions

PARTICULARS RESPONDENTS PERCENTAGE

0-3 MONTH 01 01%

3-6 MONTH 02 02%

6-12 MONTH 09 09%

1 YEAR AND ABOVE 13 13

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 01% of the respondents are using
Nyletech solutions from 3 months¸ 02% of the respondents using from 3 to 6 months, 09% of
the respondents are using from 6 to 12 months, 13% of the respondents are using from 1 year
and above.

Graph 4.4: showing that from how long the clients using Nyletech solutions

PERCENTAGE
14 13

12

10 9

4
2
2 1

0
0-3 MOTHS 3-6 MONTH 6-12 MONTH 1 YEAR AND ABOVE

0-3 MOTHS 3-6 MONTH 6-12 MONTH 1 YEAR AND ABOVE

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents are using Nyletech solutions from one year and above.

28
 5. What initiated you to use Nyletech solutions products

Table 4.5: showing that how clients are influenced to use Nyletech products

PARTICULARS RESPONDENTS PERCENTAGE

QUALITY 06 06%

COST 12 12%

FEATURES 07 07%

OTHER 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 06% of the respondents initiated
by quality¸ 12% of the respondents initiated by cost, 07% of the respondents initiated by
features, 00% of the respondents initiated by other.

Graph 4.5: showing that how clients are influenced to use Nyletech products

PERCENTAGE
14
12
12

10

8 7
6
6

2
0
0
QUALITY COST FEATURES OTHERS

QUALITY COST FEATURES OTHERS

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents are initiated by the cost of the Nyletech products.

29
 6. How do you rate

Table 4.6: showing that how clients rated Nyletech

EXCELLEN GOO SATISFACTOR POO VERYPOO

T D Y R R
THE TECHNICAL 12 08 05 00 00
CAPABILITY OF
OUR ENGINEERS
RESPONSE TIME 00 19 06 00 00
OF OUR
ENGINEERS
AFFORDABILITYO 08 06 11 00 00
F OUR PRODUCTS
AND SERVICE
APPROACH TO 05 06 13 01 00
QUALITY
MANAGEMENT
OVERALL HOW 08 11 06 00 00
DO YOU RATE
NYLETECH
OVERALL 03 07 14 01 00
COMPETENCE
OUR PRODUCTS 04 08 13 00 00
AND SERVICES
ABOUT QUALITY

30
ANALYSIS:

From the above table it can be analysed that 12% of the respondents feel excellent with the
technical capability of engineers, 08% of the respondents feel good, 05% of the respondents
feel satisfactory, 00% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 00% of the respondents feel excellent with
response time of engineers, 19% of the respondents feel good, 06% of the respondents feel
satisfactory, 00% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 08% of the respondents feel excellent with
affordability of products and service, 06% of the respondents feel good, 11% of the
respondents feel satisfactory, 00% of the respondents feel poor, 00% of the respondents feel
very poor.

From the above table it can be analysed that 05% of the respondents feel excellent with
Approach to quality management, 06% of the respondents feel good, 13% of the respondents
feel satisfactory, 01% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 08% of the respondents feel excellent with Over
all how they rate Nyletech, 11% of the respondents feel good, 06% of the respondents feel
satisfactory, 00% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 03% of the respondents feel excellent with Over
all competence, 07% of the respondents feel good, 14% of the respondents feel satisfactory,
01% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 04% of the respondents feel excellent with
products and service about quality, 08% of the respondents feel good, 13% of the respondents
feel satisfactory, 00% of the respondents feel poor, 00% of the respondents feel very poor.

31
Graph 4.6: showing that how clients rated Nyletech

PERCENTAGE
20 19

18

16
14
14 13 13
12
12 11 11

10
8 8 8 8
8 7
6 6 6 6
6 5 5
4
4 3

2 1 1
0 0 0 0
0
THE TECHNICAL RESPONSE TIME AFFORDABILITY APPROACH TO OVER ALL HOW OVER ALL OUR PRODUCTS
CAPABILITY OF OF OUR OF OUR QUALITY DO YOU RATE COMPETENCE ANS SERVICES
OUR ENGINEERS ENGINEERS PRODUCTS AND MANAGEMENT NYLETECH ABOUT QUALITY
SERVICES
EXCELLENT GOOD SATISFACTORY POOR VERY POOR

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents are feeling excellent with the capability of engineers, majority of the respondents
are feeling good with response time of engineers, majority of the respondents are feeling
satisfactory with the affordability of products and service, majority of the respondents are
feeling satisfactory with the approach to quality management, majority of the respondents are
feeling good with overall rate of Nyletech, majority of the respondents are feeling satisfactory
with over all competence, majority of the respondents are feeling satisfactory with products
and service about quality.

32
 7. How did product perform

Table 4.7: showing about the performance of Nyletech product

PARTICUL DELIGHTF VERY NEITHER SOMEWHA MISERA

ARS ULL SATISFACT DELIGHTFU T BLE
ORY L NOR SATISFACT
DISATIFAC ION
TION
OVERALL 05 16 04 00 00
QUALITY
WORTH 05 12 08 00 00

ACQUISITI 06 12 07 00 00
ON
EXPERIEN
CE
INSTALLA 09 13 03 00 00
TION
USAGE 03 14 08 00 00
EXPERIEN
CE
AFTER 03 08 12 2 00
PURCHASE
SERVICE

33
ANALYSIS:

From the above table it can be analysed that the 05% of the respondents feel delightful with
overall quality, 16% of the respondents feel very satisfactory, 04% of the respondents feel
neither delightful nor dissatisfaction 00% of the respondents feel somewhat satisfaction 00%
of the respondents feel miserable.

From the above table it can be analysed that 05% of the respondents feel delightful with
worth, 12% of the respondents feel very satisfactory, 08% of the respondents feel neither
delightful nor dissatisfaction, 00% of the respondents feel somewhat satisfaction, 00% of the
respondents feel miserable.

From the above table it can be analysed that 06% of the respondents feel delightful with
acquisition experience, 12% of the respondents feel very satisfactory, 07% of the respondents
feel neither delightful nor dissatisfaction, 00% of the respondents feel somewhat satisfaction,
00% of the respondents feel miserable.

From the above table it can be analysed that 09% of the respondents feel delightful with
installation, 13% of the respondents feel very satisfactory, 03% of the respondents feel
neither delightful nor dissatisfaction, 00% of the respondents feel somewhat satisfaction, 00%
of the respondents feel miserable.

From the above table it can be analysed that 03% of the respondents feel delightful with
usage experience, 14% of the respondents feel very satisfactory, 08% of the respondents feel
neither delightful nor dissatisfaction, 00% of the respondents feel somewhat satisfaction, 00%
of the respondents feel miserable

From the above table it can be analysed that 03% of the respondents feel delightful with after
purchase service, 08% of the respondents feel very satisfactory, 12% of the respondents feel
neither delightful nor dissatisfaction, 02% of the respondents feel somewhat satisfaction, 00%
of the respondents feel miserable

34
Graph 4.7: showing about the performance of Nyletech product

PERCENTAGE
18 16
16 14
14 13
12 12 12
12
10 9
8 8 8
8 7
6
6 5 5
4
4 3 3 3
2
2 0 0 0 0 0
0
OVERALL WORTH ACQUISITION INSTALLATION USAGE AFTER
QUALITY EXPERIENCE EXPERIENCE PURCHASE
SERVICE

DELIGHTFUL VERY SATISFACTORY

NEITHER DELIGHTFUL NOR DISSATISFACTION SOMEWHAT SATISFACTION
MISERABLE

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents feel very satisfactory in overall quality, majority of the respondents feel very
satisfaction with worth, majority of the respondents feel very satisfactory with acquisition
experience, majority of the respondents feel very satisfactory with installation, majority of the
respondents feel very satisfactory with usage experience, majority of the respondents feel
neither delightful nor dissatisfactory with after purchase service.

35
 8. How important was performance of these attributes

Table 4.8: showing about the performance of the attributes of Nyletech product

PART8CULARS RESPONDENTS PERCENTAGE

EXTREMELY IMPORTANT 10 10%

SOMEWHAT IMPORTANT 08 08%

NEITHER IMPORTANT NOR 07 07%

UNIMPOTANT
SOMEWHAT UNIMPORTANT 00 00%

NOT AT ALL IMPROTANT 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 10% of the respondents says
extremely important, 08% of the respondents says somewhat important, 07% of the
respondents says neither important nor unimportant, 00% of the respondents says somewhat
unimportant, and 00% of the respondents says not at all important about the performance of
these attributes.

36
Graph 4.8: showing about the performance of the attributes of Nyletech product

PERCENTAGE
12
10
10
8
8 7

2
0 0
0
EXTREMELY SOMEWHAT NEITHER IMPORTANT SOMEWHAT NOT AT ALL
IMPORTANT IMPORTANT NOR UNIMPORTANT UNIMPORTANT IMPORTANT

EXTREMELY IMPORTANT SOMEWHAT IMPORTANT

NEITHER IMPORTANT NOR UNIMPORTANT SOMEWHAT UNIMPORTANT
NOT AT ALL IMPORTANT

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents feel that the performance of the attributes is extremely important.

37
 9. Do you think that Nyletech

Table 4.9: showing that Nyletech

PARTICULARS EXCELLENT GOOD SATISFACTORY POOR VERY

POOR
QUICKLY 07 13 05 00 00
RECOGNIZE
PROBLEM
QUICKLY HANDLE 05 13 07 00 00
QUERY
PROFESSIONALLY
HELP YOU TO KNOW 01 09 15 00 00
THE CAUSE AND
HOW TO SOLVE
PROBLEM
APPEAR 03 10 11 01 00
KNOWLEDGEABLE
AND CAPABLE
ABOUT THE
SUBJECT

38
ANALYSIS:

From the above table it can be analysed that 07% of the respondents feel excellent with
quickly recognize problem, 13% of the respondents feel good , 05% of the respondents feel
satisfactory, 00% of the respondents feel poor, 00% of the respondents feel very poor.

From the above table it can be analysed that 05% of the respondents feel excellent with
quickly handle query professionally, 13% of the respondents feel good , 07% of the
respondents feel satisfactory, 00% of the respondents feel poor, 00% of the respondents feel
very poor

From the above table it can be analysed that 01% of the respondents feel excellent with
knowing the cause and how to solve problem , 09% of the respondents feel good , 15% of the
respondents feel satisfactory, 00% of the respondents feel poor, 00% of the respondents feel
very poor.

From the above table it can be analysed that 03% of the respondents feel excellent with
appear knowledgeable and capable about the subject, 10% of the respondents feel good , 11%
of the respondents feel satisfactory, 01% of the respondents feel poor, 00% of the
respondents feel very poor

39
Graph 4.9: showing that Nyletech

PERCENTAGE
16 15

14 13 13

12 11
10
10 9

8 7 7

6 5 5

4 3

2 1 1

0
QUICKLY RECOGNIZE QUICKLY HANDLE QUEEY HELP YOU TO KNOW THE APPEAR KNOWLEDGEABLE
PROBLEM PROFSSIONALLY CAUSE AND HOW TO AND CAPABLE ABOUT THE
SOLVE PROBLEM SUBJECT

EXCELLENT GOOD SATISFACTORY POOR VERY POOR

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents feel good with the recognizing problems, majority of the respondents feel good
with quickly handle query professionally, majority of the respondents feel satisfactory with
helping to know cause and how to solve problem, majority of the respondents are feel
satisfactory with seem proficient and able about the subject.

40
 10.How quickly was the problem resolved

Table 4.10: showing that how quickly the problem resolved

PARTICULARS RESPONDENTS PERCENTAGE

IMMEDIATELY 08 08%

WITHIN A DAY 09 09%

BETWEEN 1 AND 3 DAYS 07 07%

BETWEEN 3 AND 7 DAYS 01 01%

MORE THAN AWEEK 00

00%
THE PROBLEM STILL EXISTS 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 08% of the respondents feel that
problem resolved immediately, 09% of the respondents feel that problem resolved within a
day, 07% of the respondents feel that problem resolved between 1 and 3 days, 01% of the
respondents feel that the problem resolved between 3 and 7 days, 00% of the respondents feel
that the problem resolved more than a week, 00% of the respondents feel that the problem
still exists.

41
Graph 4.10: showing that how quickly the problem resolved

PERCENTAGE
10
9
9
8
8
7
7
6
5
4
3
2
1
1
0 0
0

IMMEDIATELY WITHIN A DAY BETWEEN 1 AND 3 DAYS

BETWEEN 3 AND 7 DAYS MORE THAN A WEEK THE PROBLEM STILL EXISTS

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents feel that the problem resolved within a day.

42
 11.How many times did you contact before the problem was resolved

Table 4.11: showing that how many times the clients contacted before problem resolved

PARTICULARS RESPONDENTS PERCENTAGE

ONCE 08 08%

TWICE 15 15%

THREE TIMES 07 07%

MORE THAN THREE TIMES 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 08% of the respondents contact
once, 15% of the respondents contact twice, 07% of the respondents contact three times, 00%
of the respondents contact more than three times before the problem resolved.

43
Graph 4.11: showing that how many times the clients contacted before problem
resolved

PERCENTAGE
16 15

14

12

10
8
8 7

2
0
0
ONCE TWICE THREE TIMES MORE THAN THREE TIMES

ONCE TWICE THREE TIMES MORE THAN THREE TIMES

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents contacted twice before the problem was resolved.

44
 12.Did the sales person dealt with my enquire professionally

Table 4.12: showing about the sales person dealt with enquire professionally

PARTICULARS RESPONDENTS PERCENTAGE

STRONGLY AGREE 05 05%

SOMEWHAT AGREE 09 09%

NEITHER AGREE NOR 11 11%

DISAGREE
SOMEWHAT DISAGREE 00 00%

STRONGLY DISAGREE 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 05% of the respondents strongly
agree, 09% of the respondents somewhat agree, 11% of the respondents neither agree nor
disagree, 00% of the respondents somewhat disagree, 00% of the respondents strongly
disagree that the sales person dealt with enquire professionally.

Graph 12: showing about the sales person dealt with enquire professionally

PERCENTAGE
12 11

10 9

6 5

2
0 0
0
STRONGLY AGREE SOMEWHAT AGREE NEITHER AGREE NOR SOMEWHAT STRONGLY DISAGREE
DISAGREE DISAGREE

STRONGLY AGREE SOMEWHAT AGREE NEITHER AGREE NOR DISAGREE

SOMEWHAT DISAGREE STRONGLY DISAGREE

45
INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents neither agree nor disagree that the sales person dealt with enquire professionally

CHI-SQUARE TEST

Ha: sales person dealt with my enquire professionally

Ho: sales person are not dealt with my enquire professionally

Given: - No of Categories = 5
N= Total frequency = 5+9+11+0+0=25
E = 25/5 = 5
O = Observed Frequency
E = Expected Frequency

PARTICULARS O E (O-E) (O-E)2 (O-E)2 /E

STRONGLY AGREE 05 05 00 00 00

SOMEWHAT AGREE 09 05 4 16 3.2

NEITHER AGREE NOR DISAGREE 11 05 6 36 7.2

SOMEWHAT DISAGREE 00 05 -5 25 5

STRONGLY DISGREE 00 05 -5 25 5

TOTAL 20.4

Interpretation :- (Tabulate Value) = 9.488

Calculated Value = 20.4
Since calculated value of X2 is greater than tabulated value, it is significant. Hence, we reject
Ho at 5% level of significance and conclude that Sales person dealt with my enquire
professionally

46
 13.Did the sales person was very courteous

Table 4.13: showing that whether the sales person is courteous towards clients

PARTICULARS RESPONDENTS PERCENTAGE

STRONGLY AGREE 06 06%

SOMEWHAT AGREE 09 09%

NEITHER AGREE NOR 09 09%

DISAGREE
SOMEWHAT DISAGREE 00 00%

STRONGLY DISAGREE 01 01%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 06% of the respondents strongly
agree, 09% of the respondents somewhat agree, 09% of the respondents neither agree nor
disagree, 00% of the respondents somewhat disagree, 01% of the respondents strongly
disagree that the sales person was very courteous.

47
Graph 4.13: showing that whether the sales person is courteous towards clients

PERCENTAGE
10
9 9
9
8
7
6
6
5
4
3
2
1
1
0
0

STRONGLY AGREE SOMEHWHAT AGREE NEITHER AGREE NOR DISAGREE

SOMEHWHAT DISAGREE STRONGLY DISAGREE

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents feel that somewhat agree and also neither agree nor disagree about that sales
person was very courteous.

48
 14.Overall, how satisfied are you with the customer service experience
that you receive from Nyletech solutions

Table 4.14: showing the satisfaction level of customer services experience received by
the clients from Nyletech solution.

PARTICULARS RESPONDENTS PERCENTAGE

STRONGLY AGREE 06 06%

SOMEWHAT AGREE 07 07%

NITHER AGREE NOR 12 12%

DISAGREE
SOMEWHAT DISAGREE 00 00%

STRONGLY DISAGREE 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 06% of the respondents strongly
agree, 07% of the respondents somewhat agree, 12% of the respondents neither agree nor
disagree, 00% of the respondents somewhat disagree, 00% of the respondents strongly
disagree that satisfaction level of customer services experience received by the clients from
Nyletech solution.

49
Graph 4.14: showing the satisfaction level of customer services experience received by
the clients from Nyletech solution.

PERCENTAGE
14
12
12

10

8 7
6
6

2
0 0
0
STRONGLY AGREE SOMEWHAT AGREE NEITHER AGREE NOR SOMEWHAT STRONGLY DISAGREE
DISAGREE DISAGREE

STRONGLY AGREE SOMEWHAT AGREE NEITHER AGREE NOR DISAGREE

SOMEWHAT DISAGREE STRONGLY DISAGREE

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents neither agree nor disagree that satisfaction level of customer services experience
received by the clients from Nyletech solution.

50
CHI-SQUARE TEST
Ha: customer service experiences are satisfied with Nyletech solutions by customers

Ho: customer service experiences are not satisfied with Nyletech solutions by customers

Given: - No of Categories = 5
N= Total frequency = 06+07+12+00+00 = 25
E = 25/5 = 5
O = Observed Frequency
E = Expected Frequency

PARTICULARS O E (O-E) (O-E)2 (O-E)2 /E

STRONGLY AGREE 06 05 1 1 0.2

SOMEWHAT AGREE 07 05 2 4 0.8

NEITHER AGREE NOR DISAGREE 12 05 7 49 9.8

SOMEWHAT DISAGREE 00 05 -5 25 5

STRONGLY DISGREE 00 05 -5 25 5

TOTAL 20.8

Interpretation :- (Tabulate Value) = 9.488

Calculated Value = 20.8
Since calculated value of X2 is greater than tabulated value, it is significant. Hence, we reject
Ho at 5% level of significance and conclude that customer service experience are satisfied
with Nyletech solutions by customers

51
 15. During your most recent purchase, how did you contact us

Table 4.15: showing how clients met Nyletech regarding recent purchases

PARTICULARS RESPONDENTS PERCENTAGE

IN PERSON 04 04%

BY TELEPHONE 11 11%

VIA INTERNET 08 08%

THROUGH A DEALER 02 02%

OTHER 00 00%

TOTAL 25 25

ANALYSIS: From the above table it can be analysed that 04% of the respondents contacted
in person, 11% of the respondents contacted by telephone, 08% of the respondents contacted
via internet, 02% of the respondents contacted through a dealer from most recent purchases.

Graph 4.15: showing how clients met Nyletech regarding most recent purchases

PERSENTAGE
12
11

10

8
8

4
4

2
2

0
0
IN PERSON BY TELEPHONE VIA INTERNET THROUGH DEALER OTHER

IN PERSON BY TELEPHONE VIA INTERNET THROUGH DEALER OTHER

INTERPRETATION: From the above graph it can be interpreted that majority of the
respondents most recent purchases happen through telephone.

52
 CHAPTER 5

SUMMARY OF FINDINGS, SUGESSITION AND CONCLUSION

5.1 FINDINGS

 It was found that majority of the respondents are know the information about the
Nyletech. It was also found that majority of the respondents become customers of
Nyletech from the reference.
 It was found that majority of the respondents are using GPS system for vehicle from
the Nyletech services. And also that the majority of the respondents are using
Nyletech solutions from one year and above.
 It was found that majority of the respondents are initiated by the cost of the Nyletech
products.
 It was found that majority of the respondents are feeling excellent with the capability
of engineers, majority of the respondents are feeling good with response time of
engineers, majority of the respondents are feeling satisfactory with the affordability of
products and service, majority of the respondents are feeling satisfactory with the
approach to quality management, majority of the respondents are feeling good with
overall rate of Nyletech, majority of the respondents are feeling satisfactory with over
all competence, majority of the respondents are feeling satisfactory with products and
service about quality.
 It was also found that majority of the respondents feel very satisfactory with overall
quality, majority of the respondents feel very satisfaction with worth, majority of the
respondents feel very satisfactory with acquisition experience, majority of the
respondents feel very satisfactory with installation, majority of the respondents feel
very satisfactory with usage experience, majority of the respondents feel neither
delightful nor dissatisfactory with after purchase service.
 It was found majority of the respondents feel that the performance of the attributes is
extremely important.
 It was also found that majority of the respondents feel good with the recognizing
problems, majority of the respondents feel good with quickly handle query
professionally, majority of the respondents feel satisfactory with helping to know
cause and how to solve problem, majority of the respondents are feel satisfactory with
appear knowledgeable and capable about the subject.

53
 It was found that majority of the respondents feel that the problem resolved within a
day. It was also found that majority of the respondents contacted twice before the
problem was resolved.
 It was found that majority of the respondents neither agree nor disagree that the sales
person dealt with enquire professionally.
 It was found that majority of the respondents feel that somewhat agree and also
neither agree nor disagree about that sales person was very courteous.
 It was found that majority of the respondents neither agree nor disagree that
satisfaction level of customer services experience received by the clients from
Nyletech solution.
 It was found that majority of the respondents most recent purchases happen through
telephone.

54
5.2 SUGGESTIONS

 As Advertising through the social interacting websites is favourable the company can
promote its products and services through social media.
 The cost and features of the company products has a high reputation among the clients
therefore it is proposed that the company has to work hard to retain the product image
among the minds of its clients.
 The company is having good sales in the GPS system and HID and RFID card reader
better they have to target to improve sales with respect to other services rendered by
the company.
 The company quickly identifying the issues of clients and resolve immediately and
also handle query professionally, it is suggested that the company has to work hard to
retain the quality of service for the clients.
 Research and development activities would be taken by the company for the better
outcomes.

55
5.3 CONCLUSION

Currently companies are facing their hardest competition ever. The answer lies in doing a
good job for meeting and satisfying customer needs and wants. .

Nyletech is creating the awareness and good product service image in the minds of the
customers. In the present world competition is more, it faces a major competition from other
companies and also competitor for many companies.

Fulfilled customers will act as a spokesperson of the company’s products and services and
bring it out more customers. A minor proportion of loyal customers will increase the
company’s sales in the GPS system dealing. Consequently it is essential to ensure customer
value satisfaction. It is required to maintain good association with the customers in order to
improve the reputation of the company. The company should be more aware in providing
improved quality of products and services to the customer.

The satisfied customers are the key success for any business, for achieving the customer satisfaction
they should use various strategies to overcome for better outcomes.

In conclusion we can say that Nyletech solutions is well known to the customer by its quality, cost
and features of the product. And the company is to work hard more and more to improve the services
in the GPS tracking for their customers.

56
57